Technical Support Specialist

6 months ago

Bristol, United Kingdom Grofar Full time

Are you a technically minded problem solver with a track record of success in a SaaS environment? Do you want to join an award-winning, market leading EdTech team of passionate individuals using tech to improve the career prospects of students and young people across the country?

**If so, this might be the perfect role for you** Join our rapidly growing team as Technical Support Specialist in the heart of bustling Bristol.

As Technical Support Specialist, you'll be the driving force behind college success and utilisation of our proprietary SaaS (Software as a Service) platform, Grofar, investigating and resolving problems raised by technical and operational teams within colleges.

Reporting to Colette, our Head of Customer Success, you will be responsible for providing practical product support to our network of over 90 colleges. You'll sit within our small Customer Success team, who will escalate the more technical support requests to you: you will use your expertise to diagnose and resolve software issues and user errors, ensuring customers can get back to their work efficiently. Where necessary, you’ll escalate issues and user feedback to our internal development and product teams.

This is a broad and exciting role leading to a range of future career paths, so we’re looking for someone up for a challenge - if you’re a natural problem-solver with a logical approach and great customer service skills, then this is the role for you

**To be successful in this Technical Support Specialist role, you will**:

- Provide initial and in-depth (secondary) software support to users via a ticketing system and helpdesk environment (experience using Zendesk is desirable), swiftly resolving their day-to-day software questions while ensuring we meet relevant SLA’s. Where necessary, you’ll escalate to our in-house development team or liaise with third parties.
- Demonstrate exceptional customer service skills and be happy to jump onto a customer call. While the focus of this Technical Support Specialist role is to support our users with some of the more complex and detailed queries that have been escalated from your Customer Success colleagues, you’ll be equally happy to quickly resolve straightforward support requests.
- Have experience working within a software support role in a SaaS or EdTech company (this might be in a customer success role or a more technical position). We want you to be a key part of continuous improvement, so you’ll intuitively monitor support trends and offer suggestions for process or product improvement.
- Be inquisitive by nature, always wanting to understand more about why things work the way they do in order to get to the root of a problem. You are technically minded and enjoy being hands-on to reverse engineer user problems, thinking laterally to help them find a solution.
- Become the centre of excellence for our help centre product guidance documentation. You’ll already have experience writing technical documentation (customer-facing and internal/knowledge base), keeping both updated as a product evolves. Ideally, you’ll be keen to champion product knowledge within the customer success team, enabling our Account Managers to quickly find the resources they need.
- Be fascinated by tech - an understanding of database and API concepts is desirable, but not essential.
- Juggle effectively: you’re able to handle multiple concurrent projects, prioritise your own work, and remain effective during periods of increased workload.
- Please note: You must have experience and an interest in _**software**_ _support - this isn’t a network or security role and won’t lead into that area._

We’re invested in staff development, and you will be fully supported by Colette throughout the role. However, we’ll expect you to be curious by nature and enjoy teaching yourself every function of our Grofar platform. You'll be used to rummaging around and getting to know a new product via support articles, but you’ll also proactively ask for expert training from your experienced Product and Implementation colleagues.

**Additionally, you will**:

- Be a strong team player with a collaborative approach who is energetic, enthusiastic, self-motivated, and adaptable, delegating appropriately to colleagues.
- Be systems and process-orientated with the ability to identify and streamline business activity.
- Show us verbal and written communication skills of the highest standard.
- Either be able to reliably commute or plan to relocate before starting work (we’re based in Bristol, BS1 2AW).

In return, we offer a competitive salary of £25,000 to £29,000 (based on experience), 25 days' holiday, a company pension scheme, hybrid working (3-4 days in the office), casual dress, and a lovely office in central Bristol with as much amazing tea and coffee as you can handle You'll also be part of a friendly and supportive close-knit team with the opportunity to attend regular staff socials.

If

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